Runtastic
80% of cancellations and refunds fully resolved automatically
Runtastic provides a sports tracking and management solution for all, no matter if they are a beginner or fitness pro, young or old, tech-savvy or not. Their main aim is to motivate people to do sports and to link like-minded people. With 30 million registered users Runtastic is continuously changing the view of sports through its gamification of activity tracking.
Stats
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40 % Reduction in Average Handling Time
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80 % Cancellations and Refunds fully resolved
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7 minutes saved per every ticket handled by DigitalGenius
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The Challenge
Runtastic were seeing a continuous increase in registered users as well as increasing high volumes of queries which were linked to simple processes. They were looking for a solution that would enable them to handle these growing numbers while maintaining good customer satisfaction and decreasing the average handling time of messages.
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The Solution
Digital Genius implemented automation capabilities for cancelation and refunds in English and German Language. This involved processing information from Zendesk and internal backend systems.
Results
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40%
Reduction in Average Handling Time
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80%
Cancellations and Refunds fully resolved
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7 minutes
saved per every ticket handled by DigitalGenius